Salesforce ADX261 Deluxe Study Guide with Online Test Engine

ADX261 dumps review - Professional Quiz Study Materials

Salesforce ADX261 certification exam is designed for professionals who are responsible for administering and maintaining the service cloud within an organization. ADX261 exam tests the candidate's knowledge of service cloud administration, configuration, and maintenance. It is a highly sought-after certification for professionals who work with Salesforce service cloud technology.

 

NEW QUESTION # 70
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices
What feature should a consultant recommend to meet this requirement?

• A. Case Assignment Rules
• B. Embedded Chat Service
• C. Web-to-CaM
• D. Experience Cloud site

Answer: B

NEW QUESTION # 71
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?

• A. Customers are spending additional time searching for answers.
• B. Customers must spend additional time registering for the portal.
• C. Self-service deflects easy cases, leaving more complex cases for agents.
• D. Agents do not have access to the same Knowledge articles as customers.

Answer: C

NEW QUESTION # 72
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?

• A. Social Post record
• B. Case notes related list
• C. Case Chatter feed
• D. Case activity feed

Answer: A

NEW QUESTION # 73
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

• A. Grant Authors access to the FaQ record type
• B. Grant Authors access to the FAQ article type.
• C. Set article Org Wide Default to Public ReadWrite.
• D. Add Authors to the FaQ Data Category.

Answer: A

NEW QUESTION # 74
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for
their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

• A. Case Auto-Response
• B. Facebook Messaging
• C. Escalation Rules
• D. Chat

Answer: A,D

NEW QUESTION # 75
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?

• A. Read Only
• B. Read/Write
• C. Private
• D. Visible in Portal

Answer: A

NEW QUESTION # 76
AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing.
What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?

• A. Service requests are assigned to a quruc where the technician can accept it.
• B. Service requests are asstgred to the technician using Omnt-Channel.
• C. Service requests are scheduled using Salesforce Field Service.
• D. Service requests art assigned by the support reps to trie technician

Answer: B

NEW QUESTION # 77
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

• A. The user creating the dashboard
• B. The VP of service
• C. The dashboard viewer
• D. Let the dashboard viewers choose

Answer: C

NEW QUESTION # 78
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

• A. Email-to-Case
• B. On-Demand Email-to-Case
• C. web-to-Case
• D. An AppExchange package

Answer: B

NEW QUESTION # 79
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

• A. Number of Knowledge articles created each month.
• B. Number of cases closed by self-service users.
• C. Average call handle time by team.
• D. Number of cases created using Communities by month.

Answer: B,D

NEW QUESTION # 80
A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?

• A. Use an Einstein Bots Chat to handle common issues.
• B. Use Einstein Chat Insight to identify areas to improve.
• C. Use skills-based routing in Salesforce Messaging.
• D. Use Omni-Channel Supervisor to monitor agents' chat sessions.

Answer: D

NEW QUESTION # 81
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers

• A. A knowledge article life cycle that is implemented correctly the first time and does not need to change
• B. Reduced first contact resolution
• C. Reduced issue resolution time
• D. A knowledge article life cycle that evolves based on usage and demand

Answer: B,C

NEW QUESTION # 82
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

• A. Agents must click Publish after the Approval Process.
• B. Approve articles from the Knowledge approval page to Publish.
• C. Set the final approval action to "Lock the record for editing".
• D. The Approval Process will automatically Publish.

Answer: A

NEW QUESTION # 83
Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents.
What should a consulant recommend to meet the requiements?

• A. Share each Quick Text individually to Public Groups.
• B. Set the Organization-Wide default to Public Ready Only.
• C. Use translation Workbech to localize each Quick Text.
• D. Share the Folder with Quick text for each language.

Answer: C

NEW QUESTION # 84
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

• A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
• B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
• C. Assign a global team of experienced agents and leaders to create a common design template and report structure.
• D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

Answer: C

NEW QUESTION # 85
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?

• A. Will customers access selft service resources through Experince Cloud?
• B. It support provoded on a periodic basis and renewed annually?
• C. Do multiple versions of the entitlements need to be created and maintained?
• D. Do Service Agents need to determine whether a customer is eligible for support?

Answer: D

NEW QUESTION # 86
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

• A. Create a dashboard to track and manage call volumes by type.
• B. Configure Omni-channel to assign cases directly to Tier 2.
• C. Configure IVR routing to bypass Tier 1 for the product line.
• D. Create Knowledge Articles and publish internally and publicly.

Answer: D

NEW QUESTION # 87
......

Exam Questions Answers Braindumps ADX261 Exam Dumps PDF Questions: https://www.braindumpsit.com/ADX261_real-exam.html

ADX261 Test Prep Training Practice Exam Questions Practice Tests: https://drive.google.com/open?id=1855WFspOCnbJY5iwWxhctALLSh-BzSlN